Support Engineer

• Support assistants in logging and triaging tickets received via chat, email, WhatsApp and other MED Review platforms.
• Provide humanized, clear and objective service, following the company's communication standards in the Assistant's absence.
• Follow requests from first contact through to final resolution, ensuring customer satisfaction.
• Record all interactions in the system (CRM/Helpdesk), keeping the history up to date and organized.
• Assist assistants with questions about login, content access, video playback issues, payment errors and synchronization with Hotmart.
• Identify and correctly log recurring technical errors, escalating complex cases to higher support levels.
• Perform basic tests on platforms to validate fixes and report inconsistencies.
• Keep up to date with new courses, system updates and MED Review policies.
• Responsible for the operational management of the Support team.
• Maintain control of tickets, deadlines and status of requests in the management system.
• Support the consolidation of area performance reports (average response time, satisfaction, volume of inquiries).
• Follow quality standards defined by coordination, ensuring consistency and agility in support.
• Collaborate with colleagues and other departments, sharing case information and best practices.
• Attend alignment meetings and internal training promoted by the Relationship and Support team.
• Share learnings and contribute to the improvement of the team's collective knowledge.
• Demonstrate a collaborative, empathetic posture and commitment to MED Review's values.
• Pursue continuous technical and behavioral improvement to grow within the area.

Support Analyst, Junior

Job Level

About the role

Requirements

Applicant Tracking System Keywords

Hard skills

Soft skills